Booking Terms & Conditions
Effective May 2025
At The Private Tour Guide, we specialise in personalised, private experiences, and that includes being clear and upfront about how we handle bookings, cancellations, and payments. These Terms & Conditions help protect your plans and our ability to deliver quality, down-to-earth service.
1. Booking Confirmation & Payments
We require a deposit of 20% of the total tour price to confirm your booking. This secures your date and allows us to begin planning your personalised itinerary. For multi-day tours (2 days or more), we require a 50% payment no later than 14 days before departure, which is non-refundable.
Unless otherwise agreed, final balances must be settled before the tour date.
2. Cancellations & Refunds
We understand plans can change. Here’s how cancellations are handled:
- More than 14 days before tour: Deposit refunded minus any transaction or booking platform fees
- 48 to 24 hours before tour: 50% of total tour price is non-refundable
- Within 24 hours of departure: 100% of the tour cost is non-refundable
All cancellations must be made in writing (email is fine) to be effective.
3. Force Majeure / Unforeseen Events
If circumstances beyond our control (e.g. bushfires, pandemics, government restrictions, severe weather) affect your tour, we’ll work with you to reschedule or offer a credit for future travel, valid for 3 years. Refunds in these cases will be considered on a case-by-case basis, minus any unrecoverable costs.
4. Public Holiday & Peak Season Surcharges
Due to high demand and limited availability:
- A 20% surcharge applies for bookings from December to February
- Public Holiday bookings may also attract a public holiday surcharge
- We reserve the right not to operate on certain Public Holidays
We’ll always inform you of any surcharges upfront at the time of quoting or booking.
5. Changes to Your Booking
We aim to be flexible. Minor amendments are usually fine, but significant changes (like dates, group size, or major itinerary shifts) may incur additional costs, especially if third-party arrangements are affected. Please notify us as early as possible.
6. Travel Insurance
We strongly recommend comprehensive travel insurance that covers cancellations, illness, delays, personal belongings, and unforeseen disruptions. We are not responsible for expenses arising from missed tours or third-party issues.
7. Medical & Accessibility Information
We aim to accommodate all travellers. Please let us know in advance about any medical conditions, dietary needs, or mobility concerns so we can tailor the experience accordingly. If a guest is unwell and cannot travel, we’ll do our best to reschedule or offer a credit.
8. Children & Private Groups
Children are welcome on private tours, but must be accompanied by a parent or guardian. You are fully responsible for their safety and supervision throughout the experience.
9. Responsibility & Risk
Our tours involve travel in both urban and natural settings. While every effort is made to ensure your safety, participation is at your own risk. We accept no responsibility for loss, injury, or damage due to situations beyond our control, including third-party operator conduct.
10. Your Guide’s Authority
Our guides are experienced professionals committed to your safety and enjoyment. We kindly ask that their decisions be respected, especially if a situation arises that affects timing, routing, or the comfort of the group.
11. Privacy
We take your privacy seriously. Your personal information is handled in accordance with our Privacy Policy and only shared with trusted partners when necessary to deliver your tour.
12. Governing Law
These Terms & Conditions are governed by the laws of Victoria, Australia. Any disputes arising will be subject to the exclusive jurisdiction of Victorian courts.
Thank You
We’re grateful you’ve chosen to tour with The Private Tour Guide. These terms are here to ensure we can deliver the same thoughtful, memorable experience to every guest, your local connection to Australia’s best-kept secrets.